becareful
Owings Mills,#2Consumer Comment
Sat, May 11, 2013
How sad. For a company that supposedly prides itself on taking care of its military and for their supposed excellent customer service i say "shame on you". I have been a member for over 26 years. My mother (who has been a member for over 45 years) had a fire in her apaptmment approximately 1 year ago. While the initial claim was settled USAA hired a restoration company known as Puroclean who wasnt much different then Servpro. I am about to file a complaint against this company. The sad thing is that after 1 year, USAA refuses to stand behind my mother as it relates to the company they hired to restore her apartment. They have essentially left my mother out on an island to deal with this company. Puroclean damaged so much of her furniture, many peices missing, broken etc.. and now come back after a year and claim everything had "pre exisiting damage" No documentation of such damage though. I told USAA that we would not sign the check over to Puroclean until I had it in writting that USAA could reimburse us for the damage. So,I get a response form USAA stating that they would handle the claim with puroclean. So, after a year, USAA now tells my mother to deal directly with Puroclean and "work it out". I find the only way to get things done with USAA is to keep going over the claims managers head to a supervisor. It takes months and months and they seem to be just to busy to handle any one claim properly. I have e mails from USAA stating that my mother would not have to deal with Puroclean and that USAA would handle it. When I get to a supervisor in charge of claims my phone calls essentially were to the effect of "dont worry. USAA has the power to make puroclean reimburse my mother for the damages". Well long and short of it is they want nothing to do with this company that they hired and my mother is the one left on an island to deal with this. I feel terrible for you. My suggestion is to keep going up the ladder until you get the proper resolution. I hope you send your log into the NY Times.